Customer Service Project Manager

ABOUT US At Leadtech, we've been redefining digital businesses since 2009, creating innovative online solutions that reach millions of users every month. With a diverse team of over 700 members from 23+ nationalities, we're united by a passion for creativity and collaboration.  We specialize in delivering user-centric experiences across web and mobile platforms, where people can connect with our products like never before. We're proud of our global reach and committed to fostering an inclusive workplace where every individual contributes to our shared vision of bringing cutting-edge projects to life. Learn more about our journey and mission on our  page ABOUT THE ROLE We are looking for a Project Manager (PM) in Customer Service, responsible for the planning, execution, and monitoring of strategic projects within the department, ensuring their efficient implementation and alignment with business objectives. The mission of this role is to improve operational efficiency, optimize processes, and ensure the successful implementation of new technologies and strategies to enhance the customer experience. This role is not an Individual Contributor position. The Project Manager CS will act as a people leader, responsible for leading, coaching, and developing a team of project professionals, ensuring alignment, accountability, and high performance across initiatives Main Responsibilities: Comprehensive Project Management in Customer Service Team Leadership & People Management Plan, coordinate, and execute strategic projects in operations, automation, and digital transformation. Ensure the proper definition of scope, objectives, timelines, costs, and resources for each project. Lead the implementation of process improvements, digital tools, and customer service systems. Manage cross-functional teams, ensuring smooth and effective communication among stakeholders. Process Optimization, AI Adoption & Digitalization Identify opportunities to enhance operational efficiency in Customer Service and propose effective, data-driven solutions. Lead the evaluation, selection, and implementation of AI-driven tools and technologies to optimize processes, improve performance, and support organizational objectives. Collaborate with cross-functional teams to integrate AI solutions seamlessly into existing workflows. Apply Lean, Six Sigma, and Agile methodologies to streamline operations, reduce costs, and increase service quality. Monitor and measure the impact of AI initiatives on key metrics such as productivity, customer experience, and operational efficiency. Cost Control & Impact Evaluation Analyze project ROI before implementation and assess its business impact including BI tools. Manage project budgets, ensuring their feasibility and profitability. Identify cost-reduction opportunities without compromising service quality. Data Analysis & KPI-Based Decision Making Define and monitor key performance indicators (SLAs, CSAT, NPS, AHT, FCR). Present reports and data analysis on project impact within operations. Utilize tools such as Power BI, Tableau, SQL, and Advanced Excel to evaluate trends and projections. Change Management & Training Ensure the successful adoption of new technologies and processes within the Customer Service team. Design communication and training strategies to guarantee successful implementations. Manage change resistance and ensure a smooth transition for teams. Interdepartmental Collaboration Act as the point of contact between Customer Service and BI, IT, Product, and Development teams to prioritize and execute technical improvements. Translate operational requirements into clear technical specifications. RequirementsEducation & Experience: Degree in Business Administration, Engineering, Technology, Economics, or related fields. Desirable certifications: PMP, PRINCE2, Agile, Scrum, or Lean Six Sigma. 3+ years of experience in project management within Customer Service, Operations, or Technology. Experience in automation, digital transformation, and process optimization projects. Knowledge of CRM tools (Salesforce, Zendesk, ServiceNow) and ticketing systems. Experience with Agile, Scrum, Kanban, and Waterfall methodologies. Data analysis skills using Advanced Excel, SQL, Power BI, QS, or Tableau. Skills: Proven experience researching, evaluating, and implementing Artificial Intelligence technologies to optimize processes and enhance efficiency and performance in Customer Service operations. Ability to effectively integrate AI solutions into existing workflows, aligning technology initiatives with the organization's strategic objectives. Advanced analytical skills and data-driven decision-making to identify opportunities for automation and continuous improvement. Project management and Agile methodologies. Strong analytical skills and data-driven decision-making. Knowledge of Lean, Six Sigma, BPM, and process improvement. Excellent communication and team leadership skills. Benefits Growth and career development At Leadtech, we prioritize your growth. Enjoy a flexible career path with personalized internal training and an annual budget for external learning opportunities. Work-Life balance Benefit from a flexible schedule with flextime (7 - 9:30 a.m. start, 3:30 - 6 p.m. end) and the option of working full remote or from our Barcelona office. Enjoy free Friday afternoons with a 7-hour workday, plus a 35-hour workweek in July and August so you can savor summer Comprehensive benefits Competitive salary, full-time permanent contract, and top-tier private health insurance (including dental and psychological services). 25 days of vacation plus your birthday off, with flexible vacation options—no blackout days Unique Perks If you wish to come, in our office in Barcelona you'll find it complete with free coffee, fresh fruit, snacks, a game room, and a rooftop terrace with stunning Mediterranean views. Additional benefits include ticket restaurant and nursery vouchers, paid directly from your gross salary. Join us in an environment where you're free to innovate, learn, and grow alongside passionate professionals. At Leadtech, you'll tackle exciting challenges and be part of a vibrant team dedicated to delivering exceptional user experiences Equal Employment Opportunity Employer Leadtech is an Equal Employment Opportunity (EEO) Employer, which means we encourage applications from people with different backgrounds, interests, and personal circumstances. Our team welcomes applicants regardless of their race, gender, age, religion, nationality, sexual orientation, and/or disabilities. All we need is your high energy, skills, and willingness to be part of a great project Location You'll have the flexibility to choose whether you'd like to come to the office every day, from time to time, or work fully remote. We want you to find the best combination for you. If you prefer to be surrounded with amazing people, our exceptional office is in Barcelona's Blue Building, located right on the city's seafront. Besides our stunning views, you'll enjoy our office perks such as free fruit, snacks, and coffee and you'll also be able to take part in our Mario Kart and table tennis competitions. The personal data you provide will be used to manage your candidacy for the corporate selection processes that fit your profile. If you wish, you can exercise your rights of access, rectification or cancellation by sending a letter to Avenida Litoral, 12-14, 5ta planta, Barcelona 08005, or emailing us at , including a document that validates your identity.